Technical Customer Support Team Leader at Geotab

Who we are: Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work™.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities. Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes. Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram. Join our talent network to learn more about job opportunities and company news. Who you are: We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Support Team Leader who will be responsible for cultivating and mentoring a high-performing team of Technical Specialists, ensuring world-class support across the Geotab ecosystem while driving operational excellence and continuous improvement. If you love coaching teams, solving complex technical challenges, and leading through change — we would love to hear from you! What you'll do: As a Customer Support Team Leader your key area of responsibility will be people development, technical subject matter expertise, and operational strategy. You will be responsible for leading structured one-on-one coaching sessions, monitoring team performance against SLAs through data-driven reporting, and serving as the senior point of contact for complex technical escalations. You will also need to champion global alignment across regions, spearhead the adoption of AI-augmented support tools, and translate raw performance data into clear, actionable insights for leadership. You will need to work closely with Customer Success, Field Services, Solutions Engineering, the Global Support Team, and Sales to deliver a seamless customer experience. To be successful in this role you will be an accountability-driven coach who balances empathy with a firm commitment to excellence, leveraging frameworks such as the GROW model to align individual growth with departmental goals. In addition, the successful candidate will have strong operational data literacy, demonstrated change management experience, and the technical depth to act as a strategic bridge between support teams and product engineering. How you'll make an impact: • High-Impact Performance Coaching: Lead the end-to-end performance cycle by conducting regular, structured one-on-one sessions. Provide consistent, constructive feedback to align individual outputs with departmental goals, fostering a culture of transparency and continuous improvement. • Capability & Knowledge Assurance: Accountable for the team's mastery of the Geotab ecosystem (MyGeotab, GO devices, and OEM integrations). Identify knowledge gaps through quality audits and performance data, implementing targeted strategies — such as technical workshops or peer-mentoring — to ensure the team can navigate evolving technical challenges. • Accountability & Culture: Monitor individual performance metrics and behaviours. Proactively address underperformance through formal and informal coaching frameworks, ensuring every team member understands their direct impact on the broader customer experience and operational SLAs. • Global Standardisation: Collaborate with international counterparts to ensure global operational delivery excellence. Share best practices and maintain alignment on support standards to provide a seamless customer experience across all geographic regions. • AI-Augmented Workflows: Spearhead the integration and adoption of emerging AI tools within the support workflow. Focus on leveraging technology to improve response accuracy, speed, and internal efficiency, keeping Geotab at the forefront of technical support trends. • Continuous Improvement: Proactively identify and implement new ways of working to streamline workflows and reduce friction. Act as a change agent, leading the team through the adoption of new processes and technologies with minimal disruption. • Data-Driven Oversight: Monitor and analyse team performance against Service Level Agreements (SLAs). Build and maintain detailed reports and dashboards to track key metrics, ensuring the team remains on target. • Strategic Representation: Act as the primary representative for the team, distilling complex operational data and technical insights into clear, actionable reports for leadership and broader business divisions. • Security & Compliance Governance: Ensure the team strictly adheres to data protection protocols, user authentication standards, and security clearance requirements to maintain the integrity of the Geotab platform. • Escalation Management: Serve as the senior point of contact for complex technical or customer service escalations, ensuring professional, timely, and definitive resolutions for high-priority issues. • Installer Stakeholder Management: Manage relationships with installer stakeholders as key customers. Ensure they receive the high-level technical support and documentation required for successful hardware and software deployments. • Product Advocacy: Provide expert-level guidance on the Geotab product suite, acting as a bridge between the support team and product engineering to advocate for product improvements based on customer feedback trends. What you'll bring to this role: • An equivalent combination of education (e.g., Computer Science, IT, or Business Management) and/or significant work experience in a related field is required. • Minimum of 3–5 years in a technical support or engineering-led environment, ideally within the telematics or SaaS industry, with at least 2–3 years of experience in a formal team leader/supervisory role, with a proven track record of managing direct reports and hitting operational targets. • Expert knowledge of performance management frameworks and coaching methodologies (such as the GROW model); ability to lead technical teams, manage performance, and drive engagement in a fast-paced environment. • Highly proficient in operational analysis, with the ability to build and interpret reports using tools such as Salesforce, Google BigQuery, or similar BI platforms to drive decision-making. • Demonstrated experience in leading teams through process changes and the adoption of new technologies, including AI-driven solutions and automated workflows. • Exceptional presentation and interpersonal skills, with the ability to build bridges across different time zones and communicate complex technical data to non-technical stakeholders. • A focus on building cross-functional relationships and maintaining global alignment to achieve unified business goals. • Proficiency in Google Workspace; Salesforce and Jira are an advantage. If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply. Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees. How we work: At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology! We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at [Upgrade to PRO to see contact]. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to read our Privacy Notice.